A case study on taxpayer segmentation

Authors:
Olivier Glassey
Affiliations:
Swiss Public Administration Network (SPAN) and Swiss Graduate School ofPublic Administration (IDHEAP), Route de la Maladière, Lausanne
Venue:
Proceedings of the 2nd international conference on Theory and practice of electronic governance
Year:
2008

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Abstract

In this paper, we describe a reorganization project that took place between 2004 and 2007 in a Swiss Cantonal tax administration. The information system was built from scratch by adding a new module each year and the organization was transformed accordingly. We will present the initial objectives of the project and discuss how these objectives evolved with time. We will also describe the lessons learned, particularly regarding the automation and semi-automation of tax declaration assessment and more generally in terms of governance.